Hospitality professionals. Use our concierge to make your trip more memorable.

In this article, we spoke to Mayako Sumiyoshi of the Palace Hotel Tokyo, who serves as president of Les Clefs d'Or Japan, a group of top concierges, about her thoughts on hospitality and how to use the concierge service. Experiencing the hospitality of a concierge is sure to make your everyday trip even more memorable.

Palace Hotel Tokyo Mayako Sumiyoshi

He joined Palace Hotel in 1996. He then left the company for a time and gained experience in the opening of luxury foreign-affiliated hotels, mainly in Tokyo. He was involved in the opening preparations of Palace Hotel Tokyo, and is currently active on the front lines as chief concierge, while also serving as president of the Japanese branch of Les Clefs d'Or, a global network of hotel concierges.

The concierge is the hotel's "all-round advisor"

Hotel concierges have a global network called "Les Clefs d'Or" that transcends borders and regions. Les Clefs d'Or was established in Paris in 1929 with the goal of supporting guests during their stay and providing them with the best possible service. It was established and began operations in Japan in November 1997.

"The work of a hotel concierge is wide-ranging, from before guests check in to after they check out. For example, they respond to guests' requests as much as possible, such as making restaurant reservations, providing tourist information, supporting business trips, creating travel itineraries, and arranging babysitters. Their goal is to help make guests' stay at the hotel as comfortable as possible. A concierge is like a general advisor for the hotel," says Sumiyoshi.

Concierges exist to provide dedicated support to enhance the quality of our travels. Their support does not necessarily have to be limited to the time of our stay at the hotel, but extends from before check-in to after check-out.

"We sometimes receive enquiries from overseas guests who have stayed with us in the past, asking us to send Japanese cup ramen or send Valentine's chocolates to a business partner in Japan. Of course, we are happy to accommodate these enquiries. We provide support whilst they are staying at the hotel, but our relationship with our guests does not end the moment they check out. We cherish our encounters with our guests, and want to be of service to our valued guests at all times, not just during their stay. We want to be there to welcome them back the next time they visit, and be the person closest to them in the hotel, the one who gives them a sense of security. In fact, the guests who consult with us often return to our hotel many times, so we are very pleased that we have been able to build this relationship of trust." (Sumiyoshi)

However, behind this hospitality there is a lot of hard work. Although he works in the glamorous and sophisticated space of a luxury hotel, "behind the scenes it's very mundane (laughs)," says Sumiyoshi.

"Concierges are always learning, thinking, and spending their time to support our customers. In particular, it is essential that we keep our antennae up on the world on a daily basis in order to realize the services that our customers truly want. The other day, I went with a colleague to look at a new type of hotel, which we may be able to introduce to inbound customers when they return in the future. We gather information and don't hesitate to visit the site if necessary. We also use the Les Clefs d'Or network to frequently share information with members of other hotels. We are always prepared to respond to any inquiries we receive from our customers." (Sumiyoshi)

Behind the hospitality of a concierge is unwavering hospitality that genuinely cares about the customer. It is truly a professional job. Just having such a strong advisor makes staying at a luxury hotel feel like a special experience.

Even if you don't have any business, please come to the concierge desk.

However, in reality, it seems that many people have difficulty using concierge services. This is because Japanese people, in particular, tend to refrain from using concierge services because they don't want to bother other people. From the perspective of a concierge who wants people to enjoy their trip, this can be frustrating.

"When we look at the comment cards we receive from guests after their stay, there are some who say they had minor troubles during their trip, and we think, 'If only they had told us, we could have helped them.' It's true that many people find it difficult to rely on others. Some people may see the concierge as a last resort when something serious happens. But as I said before, we want the concierge to be the person in the hotel who is closest to the guests. Please don't be shy, and feel free to talk to us about even the smallest things." (Sumiyoshi)

"For example, if you're unsure what to eat for dinner during your stay, our concierge will provide you with information about nearby restaurants and give you advice. One way to enjoy traveling is to visit a delicious restaurant recommended by a local, so please feel free to ask us for restaurant recommendations in the same way. We closely check the information about the areas in which our hotels are located, so we can introduce you to restaurants that aren't listed in guidebooks and that only a few insiders know about.
We can also consult with you about your travel plans before you depart. If you have already decided on the spots you want to go to, we will research how to get to your destination and the travel time required, and create an itinerary for you. If you don't have a plan, we will suggest recommended tourist spots, so please feel free to use this service before your trip." (Sumiyoshi)

What's even more surprising is that you can visit the concierge desk even if you don't have anything to discuss.

"Even if you have nothing in particular to say and just want to chat, we are happy to have a chat with you. In the past, during a casual conversation with a guest, we learned that the guest was interested in art, so we recommended that he or she take part in an art tour of the hotel. The guest was delighted to find out that he or she could have such an experience at a hotel. We get to know our guests better by talking to them, and we hope that this will be an opportunity for us to provide them with a new experience." (Sumiyoshi)

"Of course, guests will remember where they stayed, but I think what they were given is what they remember even more. We concierges work with the desire to be of some help to our guests. We hope that our concierge services will help you to enjoy a more fulfilling trip, so please feel free to come to the concierge desk anytime," says Sumiyoshi.

Some people are reluctant to ask for help from a concierge, but the concierges would actually prefer that people make use of them. As Sumiyoshi says, "We'll be happy to help you!", the concierges at the concierge desk warmly welcome you.

Even if you have never used a concierge service before, you may now think that it is something you can use more easily. The next time you stay at a hotel, be sure to visit the concierge desk. Their fresh suggestions and dedicated assistance will make your trip even more memorable.

Palace Hotel Tokyo

[Extra Edition] Surprising hospitality stories from top concierges

Now, as an extra, we asked the members of Les Clefs d'Or Japan, who are hospitality professionals, to tell us about memorable hospitality experiences they have had so far. You will be surprised at the breadth of services they provide, beyond just telling you about recommended spots and creating itineraries.

Concierge members will guide you around Japan in relay

Grand Nikko Tokyo Daiba is located in an area surrounded by Tokyo Bay that has a resort feel. Its dynamic scenery is second to none in the city, and the beauty of the night view is something you will never forget once you see it.

Ikuyo Takeuchi, a concierge at the hotel, has been working as a concierge since 1998 and became a member of Les Clefs d'Or Japan in 2004. What is one memorable episode from veteran concierge Takeuchi's life?

Impressive hospitality
I remember one time when a Western customer, who said he was touring graves all over the world, asked me to take him on a tour of the cemetery.
After showing them around Aoyama Cemetery and Musashino Imperial Tomb, they requested to take them to other parts of Japan, so after consulting with our members, we were able to take them to Mount Koya and the Ryukyu Tombs in Okinawa. It was wonderful to see the members take such good care of us wherever we went.

Message to customers
We think of our concierges as the staff members closest to our guests. In addition to providing local information, we also offer many suggestions to help you enjoy the hotel itself. Please feel free to contact us with any small issues you may have. We hope that you will be able to escape from your daily routine and feel refreshed.

Grand Nikko Tokyo Daiba

Arrange the best seats for the most popular opera performances in Milan

Located in Roppongi Hills, Grand Hyatt Tokyo has easy access to major areas such as Ginza and Shibuya. Spending time in the elegant and relaxing hotel will make you forget you are in the hustle and bustle of the city.

Nozomi Sagasaki, the concierge here, joined the Grand Hyatt Tokyo in 2006 and has been working as a concierge since October 2010. Sagasaki, who became a member of Les Clefs d'Or Japan in July 2019, says that there was one experience of hospitality that inspired her to aim for Les Clefs d'Or.

Impressive hospitality
A regular customer requested us to make arrangements for an opera at La Scala in Milan. On the day, we arranged the tickets using two computers and a phone call, but as it was a very popular performance, we were unable to secure good seats. Hoping to secure a slightly better seat, we consulted with a local member of Les Clefs d'Or, who arranged good seats for us and made the customer happy, which made us happier than anything. It was the first time we had asked an overseas member for help, and we still vividly remember how impressed we were with their response. It was an incident that made us want to become a member of Les Clefs d'Or one day and help more people.

Message to customers
Our concierges are local ambassadors, and we would like to provide more information and introductions to the neighborhood. Please don't be embarrassed to ask such questions, so please feel free to talk to us.

Grand Hyatt Tokyo

Get your favourite horse delivered to the UAE

Conrad Tokyo is based on the concept of fusing the formality of Conrad Hotels with modern Japanese design. With a great location overlooking Tokyo Bay and Hama-rikyu Gardens, you will be enchanted by the different views that appear during the day and at night.

The hotel's concierge, Riyo Kamei, entered the hotel industry in 1996. After gaining experience in hotels in Thailand and Yokohama, she joined Conrad Tokyo as a concierge in 2012. She became a member of Les Clefs d'Or Japan in April 2021. Kamei's hospitality stories are astonishing in their scale.

Impressive hospitality
We were very surprised when a customer who had returned from a horseback riding trip we had arranged returned with a big smile and said, "I really liked the horse I rode on today, so I want to buy it and take it home with me." We looked into whether it was possible to purchase it, the price, the shipping method, etc., and made arrangements to get it to the stage where it could be delivered to the UAE. Although the customer did not end up purchasing it, they said they were looking forward to riding the horse and would come back to Japan again.
Being able to help a customer have a memorable trip was a surprising and rewarding experience for me as a concierge.

Message to customers
We can of course help with restaurant reservations, tours, ticket arrangements, etc., but if you have some free time and are wondering what to do, please feel free to contact us. Also, if you are worried about doing it alone, such as preparing for an important anniversary, please feel free to consult with our concierge.

Conrad Tokyo

A rush to find an old friend he hasn't seen in decades

Hotel Nikko Kanazawa is a 30-story luxury high-rise hotel directly connected to Kanazawa Station. The guest rooms are located on the 17th floor and above, making it the perfect location for enjoying the beautiful views of Kanazawa.

Hisae Kojima left JAL to work at the Hotel Nikko Kanazawa in February 1994. She is currently working as the hotel's chief concierge. Hisae Kojima's story made him reaffirm the basics of concierge work.

Impressive hospitality
Before the Personal Information Protection Law came into effect, an elderly male client came to our desk and asked us to help him find a classmate he believed to be living in Kanazawa.
"You should be at the XX Foundation," the person on the phone at the foundation looked back at past members and was able to find your friend. The next morning, the customer came back to tell us with joy, "I was able to get in touch with my classmate after decades!"
Three years later, the same customer called again, asking for my contact details. I was able to provide them with the details I had recorded right away, and they have stayed with me many times since then. It was a valuable opportunity to reaffirm the importance of the basic principle of a concierge - to instantly provide the right information when it is needed.

Message to customers
If you feel like it, please just drop in without a guidebook and ask our concierge for help. We will be happy to discuss how you would like to spend your time in the area and help you have a rewarding trip.

Hotel Nikko Kanazawa

Research the names of the plants before checking out the next day

Although the Westin Osaka is located in the center of Osaka, there are no tall buildings around, so you can enjoy the night view of Osaka from the guest room windows. All rooms are over 41 square meters, making it perfect for those who want to relax in a spacious room.

Kazuyoshi Nishikawa, a concierge at the hotel, joined The Westin Osaka in September 2001. He became a member of Les Clefs d'Or Japan in April 2015. He has a Level 2 Art Certification and also acts as an art guide for the hotel. Nishikawa shared an episode of how he provided hospitality under a time limit.

Impressive hospitality
A guest who had just returned from a day trip to Hiroshima was intrigued by a plant with a distinctive shape that he had seen in Hiroshima Peace Memorial Park, and asked us to find out what it meant. The park office was closed, and check-out was early the next day, so he didn't have much time. Still, wanting to provide accurate information, he posted a question to Les Clefs d'Or Japan's network email, and received a reply within just 30 minutes from a concierge from Hiroshima. He contacted people who give talks and guides for atomic bomb survivors, as well as foresters, and researched the type and characteristics of the plant, so we were able to provide the guest with information in a way that satisfied him.

Message to customers
Recently, I have been receiving inquiries about restaurants from Japanese customers by asking, "Please tell me which restaurants you often go to, Mr. Nishikawa." It makes for a lively conversation, and I feel like I am able to introduce many options to them as a result. This is a phrase I would recommend to anyone who is unsure of how to interact with a concierge.

The Westin Osaka

Create a special time in your room with a dinner request

ROKU KYOTO, LXR Hotels & Resorts is a luxury Hilton brand hotel that will open in the north part of Kyoto in September 2021. The hotel is expected to be a place where you can feel the history of the area, with a natural location and connections to Hon'ami Koetsu, as well as the birthplace of the Rinpa school.

Eiji Tanaka spent over 20 years in London as a concierge, and after returning to Japan, he was appointed as a concierge at the hotel. Tanaka will introduce an episode of hospitality he experienced in London. How did he respond to a customer's request to "leave it to us"?

Impressive episode
This is a story from London, but a guest staying in a luxury suite requested dinner that night. When we asked what kind of meal they would like, they said they wanted to have a memorable time with their dear friends at a restaurant, and they didn't make any other requests.
Although time was running out, we decided to go to a Japanese restaurant that we usually have a relationship with, rather than a high-end restaurant in the city. It was a sudden request, but the proprietress, dressed in a kimono, accompanied by a sushi chef and his attendant, treated us to a suite room.
This was a service we offered on the spur of the moment to give our customers a memorable experience. They were very satisfied with it.

Message to customers
There is no particular reason to use a concierge. If you just drop in casually, the concierge will surely provide you with some extra something. When I was working as a concierge in London, most of the customers were just there to chat. From these conversations, the concierge would find something extra for the customer and casually provide it to them. I would like Japanese customers to visit the concierge as if they were a person to talk to.

ROKU KYOTO, LXR Hotels & Resorts

Arrange a World Heritage temple as a party venue to entertain VIPs from around the world

Hotel Nikko Princess Kyoto is located in the center of Kyoto, conveniently located for sightseeing and shopping. The guest rooms are designed to evoke the ancient capital, allowing you to enjoy the atmosphere of Kyoto while staying at the hotel.

Yumi Yamada, a concierge at the hotel, has worked in guest relations since 1994 and as a concierge since 2006. Yamada, who became a member of Les Clefs d'Or Japan in 2017, says she was asked to provide a consultation that came with a lot of pressure, even though she didn't have much time left.

Impressive hospitality
We were asked to find a venue for the final party at a certain international event. In the past, the organization from the organizing country had prepared wonderful venues such as old castles, so we were asked to find a venue that was just as good. In addition to issues with the scale and accommodating VIPs, we felt a lot of pressure due to the tight time frame, but with the help of those around us, we were able to hold the event at a temple that is a World Heritage Site. I remember feeling truly relieved when I heard that the attendees from each country were very pleased.

Message to customers
Please feel free to consult with us not only during your stay, but also from the preparation stage of your trip. Even vague requests are welcome. We will consult with you and make various suggestions to ensure that your trip is enjoyable. We would like to help you to have a comfortable stay.

Hotel Nikko Princess Kyoto

You may have been surprised at how professional they were in handling any kind of inquiry. If they are willing to accept such a large-scale request, you can feel free to ask for smaller inquiries. Please try using their concierge service even for small matters in the future and experience their hospitality for yourself.